Oncology Call Center - Full Time

Toledo Clinic•Toledo, OH

7d•Onsite

About The Position

This is a clerical support staff position responsible for the management of the Practice’s Call Center. The role involves monitoring phone call response times, providing reports on staff response times and dropped calls, arranging for new phone equipment, and troubleshooting system issues with phone and internet providers. The position collaborates with TCI network specialists to ensure system functionality and is responsible for phone call management in the main office, ensuring excellent customer service. Key duties include rescheduling appointments, addressing daily Phytel report issues, and working under the supervision of the Main Office Manager.

Requirements

Knowledge of communications equipment and repair procedures
Knowledge of voice over internet phone system operations
Knowledge of telephone and voicemail systems
Skill in operating telephone communication systems
Skill in gathering, analyzing and evaluating data
Ability to read, understands, and follows oral and written instruction.
Ability to handle stressful situations and react calmly
Ability to establish and maintain effective working relationships with staff
Ability to communicate clearly and effectively orally and in writing.
Ability to excel in an environment of constant change, problems and unexpected interruptions, where extreme pressure to deliver results is expected.
Skills in establishing and maintaining effective working relationships with physicians and non-physician support staff.
Knowledge of computer systems and applications.
Working knowledge of Clinical IT applications.
Consistently arrives at work, on time and completes all tasks within established time frame.
Seeks appropriate tasks when primary tasks are completed and assists co-workers as needed.
Flexibility and ability to adjust to a constantly changing work environment
Adheres to clinic’s policies and procedures.
Scheduling experience and multiline phone system experience required.

Nice To Haves

Post high school education preferred.

Responsibilities

Monitors call center activity and provides direction to staff to assure timely response times to incoming calls.
Directs ACD group staff logins to assure adequate phone coverage in all offices.
Provides call coverage to all satellite offices as needed.
Serves as main office operator.
Trains new employees on the phone system and monitors for proper use.
Uses phone system reports to investigate patient and physician complaints.
Coordinates maintenance of system including assignment and reassignment of numbers, moves, etc.
Coordinates after hours service.
Processes incoming and outgoing faxes.
Monitors and maintains main office fax machines.
Coordinates requests for new phones and changes in the system.
Ensures voicemail is working properly.
Troubleshoots telephone problems and orders repairs.
Reports problems to phone support company (CDS).
Assigns telephone numbers and equipment; orders equipment.
Prepares reports and monitors telephone usage and associated expenses.
Reviews monthly phone bill and approves allocations to cost centers.
Reports any abnormal usage, costs and special needs.
Maintains appropriate logs and records.
Coordinates Phytel implementation and ongoing use of patient reminder call system.
Schedules/Reschedules patients who call.
Exhibits excellent written and verbal skills.
Utilizes assertive communication skills in addressing concerns or problems.
Participates as a member of organization/institutional committees as requested.
Able to conceive innovative strategies and ideas for the center, exhibiting “out of the box” thinking.
Performs job duties effectively with minimal direction.
Initiates new ideas and projects that enhance patient care or other aspects of services and care.
Serves as a team member among co-workers and peers.
Participates in TCCC activities that enhance patient care and work surroundings.
Participates in assuring that all personally identifiable healthcare information of the patient will be maintained confidential.
Assures that any oral or written disclosure of personally identifiable healthcare information should be minimum necessary to serve the purpose of performing quality care to the patient.
Understands any disclosure outside payment, treatment, or healthcare operations requires written patient authorization in each instance.
Understands and demonstrates sensitivity to the cultural diversity of patients, staff, and visitors.